Online Contract Renewal
Morning everyone, Same to most of recent posts, my 18 month contract is coming to an end on 2 May 2024 and I was notified by Virgin Media to this fact. So on April 19, I went online, signed in and chose the service I wanted for the next 18 months into 2025. I received contract document and order summary by email. This would be activated on April 22. Later on, we received a phone call, stating we were ready for a renewal, I stated we already had one set up and ready (although the services seemingly were only got 'You are in' email by Virgin Media Websales @ virginmedia .co.uk) the CS on the phone claimed that the renewal had failed to process/has not gone through and wouldn't ever become active. He then stated he wanted to try to offer a renewal for us and process it correctly. The renewal offers were all more expensive (few times) and couldn't match the online renewal we'd confirmed. - as the discussion went on, the gent seemed to be getting very forceful and impatient which made me uneasy and made me question whether or not the call was genuine. - in the end I hung up. I quite a doubt that this was a scam/fraud call. I'd just like confirmation that my renewal has been confirmed and I'm going to get the most recent renewal I applied for the second time. My previous package still shows as normal (instead of renewed price) and no notification or display of my renewal package. I've tried messaging virgin with their message service but haven't heard any positive feedback. Thanks for your help in advance FFMy new agreed Virgin Media Contract not Honoured
My 18 month contract was coming to an end on 21 April 2024 and I was notified by Virgin Media to this fact. So on March 28, I went online, signed in and chose the set-up I wanted for the next 18 months into 2025. This lowered my monthly bill for the next 18 months but also increased my broadband speed that I use for my business at home. This would be activated on April 21. I went online again in early April and sure enough everything was in place so I download my PDF of the contract that I had entered into. This also prevented my from entering into any other deal online. All good to go! Today, April 29 I receive and email saying my current package had increased price due to the contract ending.....Huh! what! Called customer service (what a disgrace) I gave details of the contract number and they seemed to be in a confused situation. There was silence on the phone, then they came back telling me that they will try and get another deal for me that may match what I've asked for. I said to him but I've already got a contract and I've already signed online this contract so why can't you honour it? The customer service member then said 'well we can't offer it any more and they can't change any of the contract to honour it, I'll have to find something that will match it but I can't guarantee the same price that you have on this'. Again I said but I've signed a contract with the price stipulated on the contract. Long story short they couldn't help, they wanted to pass me to the chat team, the chat facility online didn't work and because I had the customer service member still on the phone, they said try another browser. So I tried three different browsers, only to find the chat service, again, would not work and it crashed all the other browsers. I've been with Virgin Media for 10 years. I have multiple online set-ups with other facilities but virgin media today far exceeds being the worst customer online service and telephone service, that's if you can find a telephone number anywhere on their website...and a chat service that doesn't work for me personally, I don't know what it's like for anybody else.Shocking customer service - Full loss of service 5 days - DO NOT RECOMMEND VM
Monday 11th March - I came home after work and there was a technician working outside my property presumably doing something for the neighbours VM connection. Didn't think much of it but later discovered my connection is not working. Phoned customer service and was told internet is down for everyone and there is an outage in the area and to wait and they will fix ASAP. Tuesday 19th March - Still no TV or broadband, the green light is flashing. Call again - this time customer service agent says there is no outage and we try to reset my box manually etc do all troubleshooting. He says my box is offline and will need to send a technician so books me a slot for the following day between 4pm and 7pm and says the technician will call 20 minutes before arrival to check somebody is home. I receive text confirmation of this appointment Wednesday 20th March - No call from technician received and he never showed up. I had no communication from any technician whatsoever. At this point I call Virgin Media customer service again at 7:30pm to report the no-show and he says he submit my request to the technicians team and somebody will be in touch within an hour . No contact after an hour so i call AGAIN. This was the worst call, the customer service agent kept telling me to calm down and relax and he resubmitted my form again but said technicians are not working now so somebody will contact me tomorrow. I am without internet connection and TV still. Because of this, I am having to pay money to travel into the office to work because I am unable to work from home but I am still not being considered as a priority. I feel frustrated as this issue was caused by Virgin. After an hour on the phone I give up and decide to call back next day. Thursday 21st March: 8:40am - I need to prepare to work and I have no internet at home and no contact from any technician overnight so I call back again, hoping to get a technician out same day since they missed the first appointment. Customer service tell me this has been raised to the field area manager as a priority however despite this I am not able to get a technician out until Friday 22nd March. This is unacceptable as the technician did not show up yesterday and I'm being forced to go another 2 days without internet when this is crucial to my job as a remote worker. This is causing me lots of stress, I spent an hour and 40 minutes on the phone this morning instead of working and still no closer to solving the problem. I need a technician ASAP. I am utterly astounded by the appalling level of customer service and nobody reached out to me regarding my situation, I am having to chase every single day ad this week has been extremely stressful because of this.